Return Policy
Returns
Is it possible to return my order?
Yes, this is possible.
If you are not satisfied with the items you have ordered, you may return them within 30 days of receiving your order.
Please note that return shipping costs are not covered by Elena Vancouver and are the responsibility of the customer.
To qualify for a return, the following conditions must be met:
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The order must contain all original parts, components and packaging exactly as received.
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The product must show normal handling. Damage caused by careless use will not be accepted.
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Products that involve hygiene must be properly cleaned before returning.
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Any defect must be reported immediately after receiving the product.
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The customer is responsible for the cost of returning the item.
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Returns will be processed within 7 working days after receipt.
We reserve the right to refuse returned items if they appear used, damaged, or returned without prior contact.
How to return your order
If your order meets the conditions above, please follow these steps:
Send an email to:
info@elena-vancouver.com
Your email must include the following information:
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Order number
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Reason for the return request
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Photo of the product (in case of damage)
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Customer first and last name
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Customer address
Once we receive your request, we will provide you with the correct return address.
Please note:
Do not send returns to the sender address on the package.
The correct return address will be provided after your return request has been approved.
Return shipping costs are the responsibility of the customer.
Cancellation Policy
Consumers have the right to cancel their order under the following conditions.
Right of cancellation
The cancellation period is 14 days from the day you receive the product.
Because our orders are processed through an automated fulfillment system, orders are processed immediately after being placed.
This means orders cannot be cancelled once they have been shipped.
If you wish to cancel your order, you must notify us by email:
The cancellation will be completed once the returned goods have been received.
Return shipping costs remain the responsibility of the customer.
Shipments in transit
Our products are shipped from international warehouses. Therefore, shipping times may sometimes be longer.
If your order has already been shipped, cancellation is no longer possible.
Please wait until the order arrives and then request a return.
Refunds
Once we receive and inspect the returned product, we will notify you regarding the approval of your refund.
If approved, the refund will be processed within 14 days using the same payment method used for the original purchase.
Please note:
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Shipping costs are non-refundable
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Return shipping costs are paid by the customer
Important notice
All returns are sent to our central warehouse in Asia.
The customer is responsible for return shipping costs.